Adrian Spooner
About Adrian Spooner
Adrian Spooner serves as the Lead ITSM Practitioner for Problem and Major Incident Management at QBE Insurance, where he has worked since 2016. With a background in various IT service management roles at Barnardo's, he has significantly improved service reliability and reduced major incidents through effective management practices.
Work at QBE Insurance Group
Adrian Spooner has been employed at QBE Insurance in Chelmsford, United Kingdom, since 2016. He holds the position of Lead ITSM Practitioner for Problem and Major Incident Management. In this role, he facilitates root cause investigations and oversees the implementation of corrective and preventative measures aimed at improving service reliability. He also manages stakeholder communications during Major Incidents, ensuring that information is communicated clearly and effectively. Additionally, he plays a significant role in reviewing and monitoring team KPIs to drive performance improvements.
Previous Experience at Barnardo's
Prior to his current role, Adrian Spooner worked at Barnardo's in various capacities. He served as Configuration Manager for one year from 2007 to 2008. He held the position of Problem & CSI Manager from 2015 to 2016 and was an Incident Manager from 2008 to 2009. His tenure at Barnardo's also included roles as Incident & Problem Manager from 2009 to 2015, Deputy Helpdesk Manager from 2005 to 2007, Second Line Support Analyst from 2002 to 2005, and Helpdesk Analyst from 2001 to 2002.
Achievements in Incident Management
During his time at QBE Insurance, Adrian Spooner achieved a significant reduction in Major Incidents through effective Problem Management strategies. Over a two-year period, he accomplished a 74% reduction in Major Incidents, with a 23% reduction in the first year and a 66% reduction in the second year. His efforts in this area demonstrate his capability in enhancing service reliability and operational efficiency.
Education and Expertise
Adrian Spooner studied at Colchester Institute, where he focused on Information Technology from 1994 to 1996. His educational background supports his extensive experience in IT service management and incident resolution. His expertise encompasses problem management, stakeholder communication, and performance improvement through KPI monitoring.
Leadership and Operational Management Skills
In his current role at QBE Insurance, Adrian Spooner deputizes for the IT Service Operations Manager. This responsibility showcases his leadership and operational management skills. His ability to manage teams and drive performance improvements is evident in his proactive approach to incident and problem management.